Understand your Customers

Truly successful programs grow from a deep comprehension of relationships, as seen through the lens of your customers.

Customer Journey Mapping

Customer Journey Mapping

Whether you’re just beginning to implement or looking to refine a customer experience program, it’s important to start from a place of understanding.

A customer journey map is often-overlooked, which could severely affect program output quality because only a customer truly understands and can express the different steps they undertake from discovery to purchase, as well as how they evaluate and emotionally react to each state, which in turn impacts their opinion of the brand.

Using both in-person and online methodologies, we map customer journeys across key customer experience points (CX points) and identify moments of truth within them, converting such experiences into actionable metrics framed in the language of your customers.

We take journey maps one step further by offering a comprehensive evaluation of your internal structure to understand what key processes, functions, and tools are used to address different customer needs so that when it is time to elevate the customer experience, we know exactly which elements need to be calibrated to refine that experience.

Customer Segmentation Analysis

Customer Segmentation Analysis

One journey does not fit all. A bargain shopper may never know what it’s like to buy a hot tech product right off the shelves as soon as it has been released, just as a technology enthusiast may never know the best sites to research for discounts.

Insights are most useful when put in context of the customer, but there is rarely a single customer lens to look through.

Our analytics & research teams excel at running simple-to-complex customer segmentation analysis and translating the results into easily understood outputs. Interpretation of such results is critical so that output can truly be used to implement marketing, PR or product/service strategies for specific profiles of customers that are easy to identify.

Without that realistic understanding, such advanced analytics run the risk of being unrelatable and wasted investments rather than an endeavor that enables targeted insights and strategies. We help you bridge that gap between analytical output and a practical usage of the analysis.

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Maruedr UK